Outbound UI

Tenant Settings

Each project within the interface is bound to tenant-level settings. To manage global settings for outbound calls in a tenant:

1. In the host account, go to the Tenants screen under the Saas menu.

3. Click on the Actions menu and select Features.
   

4. Select the Outbound Conversation Settings tab and enable the Enable outbound conversations option.
   

Outbound Settings

After outbound calling has been enabled in the tenant features, the settings need to be configured for outbound calling.

1. Under the Administration tab, go to Settings.

2. Click on the Outbound Conversation Settings. Enter the Outpoint Call Endpoint and click Save.

Creating an Outbound Project

When creating an outbound project, the process follows similar steps as for inbound projects, but with a few key differences. Here's how to set up an outbound call project:

• Name: Enter the project name (e.g., “Outbound Calls - Product Support”).
• Description: Add details about the project.
• Primary Language: Select the main language for the project.
• Select Channels: Select a channel like IVR or Voice.
• Select Services: Select services like TTS (Text-to-Speech) for outbound calls.
• Time Zone: This is unique to outbound projects. The appropriate time zone should be selected based on the calling region to ensure calls are made at the correct local time.

After configuring the project, click the Save button to proceed to the Virtual Agent configuration.

Outbound Call Rules

Once the basic project details are saved, the user will be directed to the Virtual Agent page. For outbound projects, after template selection has been done, the user will be redirected to the Rules tab.

This section allows you to configure critical elements like:

• Working Hours: Define the days of the week and the time intervals during which outbound calls will be made.
• Call Rules: Set rules about retries, handling failed calls, and more. Following parameters can be defined:
  • Maximum Attempt Count: Defines the total number of attempts the system will make to contact a person if they are unavailable (e.g., busy, no answer).
  • Maximum Busy Count: Determines how many times the system will retry if the person is busy.
  • Maximum No Answer Count: Specifies how many times the system will retry calling if the person does not answer.
  • Maximum Reject Count: Defines how many times the system will retry if the person actively rejects the call.
  • Maximum Error Count: Specifies the number of retries in case there is a technical error, such as network issues.
  • Maximum Unavailable Count: Controls how many retries are made when the person’s phone is turned off or in airplane mode.
  • Wait Duration for Next Call: Determines how long (in minutes) the system should wait before attempting the next call after a failed attempt.